Frequently Asked Questions
Shipping & Delivery
How Does Shipping & Delivery Works?
You have just made an order.
The sun is shining and an angelic choir is singing in the background knowing your Japanese Streetwear is on its way.
Once an order is placed, our team will carefully collect your Japanese Streetwear from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order.
All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
Your Japanese Streetwear clothes will then gently be sent via our logistics partner and then it should be safely in your patiently waiting hands within 6-11 business days depending on where you are located.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.
Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch.
Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch.
The delivery timeframe starts from the pre-order date it ships on.
If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
We have started giving free shipping fees since we started and our customers really love it.
Therefore we are keeping shipping fees free for a limited time till announced.
Thereafter, standard shipping costs $9.99.
What is covered shipping?
Covered shipping guarantees your order will be replaced in the rare event it is confirmed as lost or stolen by the courier.
If you choose not to select covered shipping, we cannot guarantee a replacement for your lost or stolen order.
You can upgrade to covered shipping at checkout.
Can I change my shipping address after checking out?
Sure can! If your order was placed less than 90 minutes ago, you can update your delivery address, email, or other personal details.
Simply contact us and enter your email address and order number to make these changes.
If it's been more than 90 minutes since you placed your order, please reach out to us at help@theoodie.com.
Our dedicated comfort consultants will investigate your request.
Please be aware that our orders are processed swiftly at our fulfillment center, so we may have limited flexibility, but we'll certainly do our utmost to assist you.
If your order has already shipped, don’t panic! You can still redirect it via the Australia Post tracking links provided on your shipping confirmation email.
*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address.
So, please ensure you carefully check your address details entered at checkout.
Help! My order is lost/hasn’t been delivered?
Although our logistic partner quote us 2-16 business days for standard delivery, they may not always be able to deliver within this timeframe.
When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with all our logistics partner.
*Please note: The investigation outcome timeline can vary from courier to courier.
We’ll do our best to help with a timely resolution.
What is your return policy?
We offer free returns for 30 days from the date your order is delivered/received.
However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and / or at checkout. To be eligible for a return:
1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached swing tag, shoe boxes, ribbons and specialty packaging.
4. You must provide a photo of your item/s prior to shipping so we can assess the condition.
*Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount.
General Questions
What are Ruemood made of?
Depending on the item that you are purchasing, Ruemood's material can differ from piece to piece but main materials used in all clothings are cotton, spandex, polyester fibers.
Are you looking for affiliates?
Yes, we are looking for good affiliates. Contact us to join our affiliate program.
Can I send an order as a gift?
Yes, you can!
You can ship Ruemood products as gifts when you enter the address of the lucky recipient in the ‘shipping’ address and your address as the ‘billing’ address.
*Please note: As we use external fulfilment partners, we are unable to include messages in the package - sorry!
How do I use a discount code?
Simply head to the checkout, and on the first page, you’ll see a box that reads ‘Gift card or discount code’.
Enter your discount code and click ‘Apply’. Discount codes are entered before the payment page so you’re aware of exactly how much you save.
*Please note: Only one discount code can be applied per order. If you plan to purchase multiple items with multiple discount codes, we suggest you place separate orders. Some discounts are pre-applied via the strikethrough price on the product page.
If a code does not work on your order, please ensure you have applied the right code for your order (e.g., Some codes will only work for specific products like Shirt or Jackets).
Help! My order is lost/hasn’t been delivered?
Although our logistic partner quote us 2-16 business days for standard delivery, they may not always be able to deliver within this timeframe.
When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with all our logistics partner.
*Please note: The investigation outcome timeline can vary from courier to courier.
We’ll do our best to help with a timely resolution.
What is your return policy?
We offer free returns for 30 days from the date your order is delivered/received.
However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and / or at checkout. To be eligible for a return:
1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached swing tag, shoe boxes, ribbons and specialty packaging.
4. You must provide a photo of your item/s prior to shipping so we can assess the condition.
*Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount.
Contact Us
I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, RueMood customer service team is ready to help.
Email us at our contact us page and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.
How do I contact you?
Our comfort consultants are available via email and live chat 24/7 so you can expect to receive a reply within 24 hours.
Email us at the contact us page and we’ll get back to you as soon as we can.
To start a live chat with our comfort consultants, tap the speech bubble icon at the bottom left of your screen.
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